{"took":87,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":10,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"14803979","_score":21.259802,"_source":{"product":"Credit card","complaint_what_happened":"Dear CitiBank Leadership, I am writing to file a formal complaint regarding the unacceptable treatment I received as a CitiBank Mastercard American Express cardholder during my recent international travel to XXXX, XXXX from XXXX XXXX, 2025. \n\nBACKGROUND : I am a responsible cardholder who specifically chose the CitiBank Mastercard American Express for international travel due to its advertised benefit of no foreign transaction fees. Prior to my solo trip to XXXX, I took all recommended precautions by placing a travel alert on my account, clearly indicating my travel dates and destination country. \n\nINCIDENTS AND FAILURES : XXXX. XXXX XXXX XXXX ( XXXX XXXX, 2025 ) : - Despite having an active travel alert, my card was frozen during legitimate transactions in the XXXX - I was forced to make an international phone call exceeding XXXX minutes to resolve the issue - No alternative verification methods were offered ( no app verification, email verification, or XXXX  options ) - International phone charges negated the very benefit ( no foreign transaction fees ) that led me to choose this card - Customer service representative assured me that notes would be added to prevent future occurrences XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX  ( XX/XX/year> ) : - Card was frozen again during a legitimate purchase of soccer tickets- Despite previous assurances and account notes, the same inadequate process was repeated - After another 20-30 minute international call, I was informed that my card could NOT be unlocked - The only \" solution '' offered was to wait for a physical verification letter to be mailed to my U.S. residence XXXX This left me, a solo female traveler, without access to my primary payment method in a foreign country SERIOUS CONCERNS AND SAFETY IMPLICATIONS : As a woman traveling alone internationally, being left without access to funds creates serious safety and security risks. Your antiquated verification system : - Relies solely on physical mail for verification in an emergency situation - Provides no real-time technological solutions for legitimate cardholders - Ignores the reality of modern international travel needs - Creates dangerous situations for travelers who followed all recommended protocols PROFESSIONAL PERSPECTIVE : As someone who works in financial services and banking, I find CitiBank 's risk management and alert disposition systems to be woefully inadequate and outdated. The complete lack of digital verification alternatives in 2025 is unacceptable for a major financial institution. \n\nIMMEDIATE CONCERNS : I have upcoming travel planned to XXXX, XXXX, and XXXX in approximately XXXX month. Given this experience, I have serious concerns about my ability to access my own funds during this trip, despite having done everything correctly according to CitiBank 's own guidelines. \n\nREQUESTED REMEDIATION : XXXX. IMMEDIATE ACTIONS : - Full refund of all international phone charges incurred due to CitiBank 's system failures- Written guarantee that my upcoming XXXX travel will not result in similar card freezes - Implementation of alternative verification methods ( app-based, SMS, email ) for my account XXXX. XXXX XXXXXXXX : - Overhaul of the travel alert system to actually prevent freezes for alerted destinations - Implementation of modern digital verification methods for international travelers - Training for customer service representatives on international travel scenarios - Development of emergency protocols for solo travelers in foreign countries XXXX. ACCOUNTABILITY : - Formal acknowledgment of the safety risks created by your current system - Compensation for the stress, inconvenience, and additional costs incurred - Executive-level review of policies that leave customers stranded internationally This complaint is being filed with CitiBank directly and will be escalated to the Consumer Financial Protection Bureau ( CFPB ) if not resolved satisfactorily within 30 days. \n\nI expect a comprehensive response addressing each point raised in this complaint, along with concrete steps to prevent similar incidents for myself and other international travelers. \n\nI can be reached at XXXX and XXXX and expect acknowledgment of this complaint within XXXX business days. \n\nSincerely, XXXX XXXX","date_sent_to_company":"2025-07-22T19:18:29.000Z","issue":"Trouble using your card","sub_product":"General-purpose credit card or charge card","zip_code":"802XX","tags":null,"has_narrative":true,"complaint_id":"14803979","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2025-07-22T19:00:32.000Z","state":"CO","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Can't use card to make purchases"},"highlight":{"complaint_what_happened":["<em>method</em> in a foreign country SERIOUS CONCERNS AND SAFETY IMPLICATIONS : As a woman traveling alone internationally, being left without <em>access</em> to funds creates serious safety and <em>security</em> risks."],"company_public_response":["Company has responded to the consumer and the CFPB and chooses not to <em>provide</em> a public response"]},"sort":[21.259802,"14803979"]},{"_index":"complaint-public-v1","_id":"21716649","_score":18.199308,"_source":{"product":"Checking or savings account","complaint_what_happened":"Formal Dispute & Complaint Letter To : First Citizens Bank Fraud Operations/ Dispute Department Date : XX/XX/XXXX Subject : Formal Reconsideration of Fraud Claim and Notice of Regulation E Violation Account Holder : XXXX XXXX Account Number : XXXX Claim Number : Reference Number for the Denied Claim-DB XXXX XXXX XXXX To the Dispute Department , I am writing to formally contest the denial of my recent fraud claim regarding unauthorized transactions on my account. I am requesting an immediate secondary investigation and a written explanation of the evidence used to justify this denial, as is my right under Electronic Fund Transfer Act ( Regulation E ).\n\nI maintain that these transactions were unauthorized based on the following facts : Physical Impossibility : I have been traveling through XXXX XXXX since late XXXX. I noticed these charges while in XXXX XXXX and am currently located in XXXX. A review of my accounts login and activity logs will confirm my consistent international location. The transactions in question occurred in a different geographic region, making it physically impossible for me to have executed them. \nLack of Accessibility : My ability to monitor this account has been severely hampered by your institutions security protocols. Your online banking system requires a domestic phone number for verification. As an international traveler using eSIMs, I do not have access to a consistent U.S. phone number. Despite my primary bank offering email verification as a secure alternative, your banks refusal to provide an accessible verification method prevented me from identifying and stopping these charges sooner.\n\nInactivity : I do not use this account for daily transactions. The sudden appearance of multiple charges is entirely inconsistent with my established spending patterns.\n\nThe denial of this claim has resulted in a negative balance of $ XXXX. I expect any overdraft fees or penalties resulting from these fraudulent charges to be waived immediately, as I should not be held liable for a deficit caused by unauthorized activity.\n\nUnder Regulation E, the burden of proof lies with the financial institution to demonstrate that a challenged transaction was authorized. I am prepared to provide copies of my passport stamps or GPS logs to verify my location during the period the fraud occurred.\n\nI look forward to a resolution within the timeframe mandated by federal law. \nSincerely, XXXX XXXX XXXX XXXX Current Phone/XXXX XXXXXXXX","date_sent_to_company":"2026-05-07T18:57:51.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"27103","tags":null,"has_narrative":true,"complaint_id":"21716649","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FIRST CITIZENS BANCSHARES, INC.","date_received":"2026-04-29T17:52:05.000Z","state":"NC","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["Lack of Accessibility : My ability to monitor this account has been severely hampered by your institutions <em>security</em> <em>protocols</em>. Your online banking system requires a domestic phone number for verification. As an international traveler using eSIMs, I do not have <em>access</em> to a consistent U.S. phone number."]},"sort":[18.199308,"21716649"]},{"_index":"complaint-public-v1","_id":"19589390","_score":15.75191,"_source":{"product":"Credit card","complaint_what_happened":"Attached is my formal written complaint outlining a serious accounttakeover incident, denial of access to my own account, failures in identity verification, unexplained reversals, and improper handling of contractual benefits. \n\nI am requesting immediate resolution. If I do not receive a meaningful response and full restoration of access by the next 24 hours, I will submit this complaint to the Consumer Financial Protection Bureau ( CFPB ) and any other applicable regulatory bodies without further notice. \n\nPlease treat this matter as urgent, as my account remains inaccessible and I can not determine the extent of unauthorized activity or financial harm. \n\n\n\nFormal, LegalStyle Version ( CFPB Complaint/ Legal Correspondence ) Re : Urgent Complaint Regarding Account Takeover, Failure to Secure Account, Improper Verification Practices, Unauthorized Reversals, and Denial of Contractual Benefits ( Bilt / XXXX  ) I am filing a formal complaint regarding Bilts and XXXX failure to secure my account during an active accounttakeover incident, the refusal to perform reasonable identity verification, and the resulting financial and contractual harm. The handling of this matter represents a severe breakdown in security, compliance, servicing, and consumerprotection obligations. \n\nI. Summary of the Incident On the dates in question, I began using the Bilt XXXX XXXX on XX/XX/year>. On XX/XX/year>, I became aware of a data leak and hacking affecting multiple accounts. My Bilt/XXXX/ XXXX XXXX XXXX account was compromised as part of a broader hacking incident affecting multiple financial platforms. \n\nWhile I was engaged in a live call with Bilt support, the attacker changed the phone number associated with my Bilt/XXXX/ XXXX XXXX XXXX account in real time. I witnessed the unauthorized change occurring directly within my account interface. I immediately notified the Bilt representative, who asserted that the matter was being escalated. No action was taken to prevent further unauthorized changes or to secure my account. Shortly thereafter, I was logged out and unable to regain access. \n\nAt this time, I can not determine the full extent of any financial loss or unauthorized transactions because I can not access my account. Bilt/XXXX  XXXX XXXX failure to restore secure access has prevented me from verifying which transactions posted, which were reversed, and whether any transactions were unauthorized. \n\nThis failure to intervene during an active takeover directly enabled additional unauthorized activity, prevented me from securing my account credentials, and caused significant and ongoing harm. \n\nII. Improper Identity Verification Procedures Following the lockout, I attempted to regain access. When speaking with a representative named XXXX the next morning ( approximately XXXX XXXX to XXXX XXXX ), I was informed that support could not verify my identity because I no longer had access to the phone number the hacker changed. \n\nThis rationale is legally and procedurally indefensible. I offered to verify my identity via : Social Security number Date of birth Security questions Any other standard verification method Despite this, the representative refused all alternatives. She insisted that I call a different number ( XXXX ), effectively denying me any pathway to secure my account. \n\nAt XXXX XXXX., I called that number and was successfully verified, demonstrating that the initial refusal was arbitrary and inconsistent with industrystandard verification practices. However, that department could not help me and directed me back to XXXX. \n\nAt XXXX XXXX., I called XXXX, where XXXX was excellent. She reviewed my account and reported a different spend amount than XXXX had provided. XXXX also stated that her department could not help with what I needed to do and referred me back to XXXX. \n\nAt XXXX XXXX., I called back and spoke with XXXX, who was also excellent but could not help me and told me to write an email to support or go on chat. \n\nI do not have actual times for Saturday because I was not aware of, or tracking, these events at that time. When I discovered what had happened, I spent 89 consecutive hours calling banks and other accounts and logging in to change credentials. For some accounts ( e.g., AA ), I required the institutions assistance to change the email address. BiltXXXX did not provide comparable support or a functional path to regain access. \n\nIII. Inconsistent Account Information and Unexplained Reversals Once verified, representatives provided spending and transaction figures that did not correspond to the actual activity on my account. Several valid transactions were reversed without my authorization or any explanation, including : DMV payments XXXX purchases Additional transactions that appeared and disappeared from my historical totals Because I remain locked out of the account, I have no ability to determine : Which transactions posted Which were reversed Which bills remain unpaid, including bills due within 2448 hours The inability to access or validate my own account activity presents significant financial harm, including late fees, service interruptions, and potential credit consequences. \n\nIV. Failure to Provide Contractual Status, Credits, and Rewards I was informed by multiple representativesmost notably XXXX on Saturday ( he was amazing ), that I had surpassed the spend threshold required to reach the higher status tier. Despite this, my account continued to display a lower status, and I was unable to access benefits associated with the tier I had already earned. \n\nThe XXXX XXXX XXXXomes with XXXX status, yet my account was not showing XXXX ; it was showing XXXX status. \n\nSpecifically, I was unable to access the {$200.00} semiannual hotel credit. \n\nBecause I was not showing XXXX level, I was not permitted to proceed. I called Bilt, and XXXX confirmed I was actually XXXX ; however, I still could not access the semiannual credit. \n\nFurthermore, I enrolled for the XXXX XXXX  through XXXX ( XXXX ) under a promotional offer allowing 5X on the first {$10000.00} in spend within five days. I completed this spending requirement on the first day. \n\nI strategically delayed activating the Bilt XXXX XXXX ( which adds an additional 1X up to {$5000.00} increments ) until after confirming my qualifying spend, because I was told the XXXX  and the XXXX bonus would not stack. \n\nAfter confirmation, I activated the Accelerator using {$200.00} in Bilt XXXX in reliance on Bilts representations. Now Bilt/XXXX claims I spent thousands less than I did, threatening my eligibility for both the XXXX bonus and the proper application of the XXXX. \n\nV. Repeated Failure to Escalate, Respond, or Provide Remedy Multiple representatives stated that my case was escalated but could not provide : A timeline A reference number A point of contact Any interim solution to regain access On a prior matter, I was explicitly told to expect a call back within 48 hours ; no such call occurred. \n\nI have attempted resolution via every available channel : Multiple phone numbers Email Support chat ( including one instance waiting over 7.5 hours ) No meaningful action has been taken. \n\nVI. Requested Relief I request that XXXX ( as issuer/servicer ) and Bilt ( as the program/platform administrator and frontline support channel ) be directed to take the following actions immediately : XXXX. Restore secure access to my account, reversing unauthorized changes to my phone number and/or email. \n\n2. Provide a complete, itemized transaction history for the relevant period, including postings, reversals, declines, and authorizations.\n\n3. Reconcile and correct the spending totals, including all reversed or misreported transactions.\n\n4. Honor the promotional terms associated with the XXXX offer and correct any negative impact caused by these servicing failures. \n\n5. Reinstate and make available the {$200.00} semiannual hotel credit or provide equivalent compensation. \n\n6. Provide written documentation explaining the handling failures and the steps that will be taken to prevent recurrence. \n\n7. Assign a dedicated escalation representative with authority to resolve the matter promptly. \n\nI request to be contacted at my registered phone number, XXXX, which was changed without my authorization. This number should be reinstated to my account. \n\nVII. Conclusion This situation reflects a severe breakdown in Bilt/XXXX accountsecurity protocols, identityverification procedures, and consumerservicing obligations. Other institutions affected by the same hacking event resolved my issues, some within minutes. Bilt/XXXX XXXX XXXX failure to act during an active account takeover not only enabled further unauthorized activity but has caused extensive financial and administrative harm. \n\nI request immediate regulatory assistance to secure my account, correct financial inconsistencies, and enforce the contractual benefits owed to me. \n\nXXXX XXXX I wanted nothing more than to change my email, password, and account credentials so I could secure my account. That has not been possible. I signed up with a promotional offer that expires tomorrow, and I have no idea whether any of my bonus points have been posted or stolen. When I asked, I was told that the department handling rewards could not verify my identitydespite the fact that another department had fully verified me using all of my personal information. Because the hacker changed my phone number, Bilt/XXXX XXXX XXXX refused to use any reasonable alternative verification method, and support teams could not communicate internally to resolve it. \n\nThroughout this process, I have been repeatedly bombarded with MFA ( multifactor authentication ) emails and requests that were not initiated by me. I had to constantly respond to these alerts for fear of additional unauthorized access, which made it impossible to rest or function normally. This has caused considerable stress, loss of sleep, and constant disruption. \n\nAt this point, I have spent close to 17 hours researching the issue, attempting to reach different departments, finding alternative ways to contact Bilt/XXXX XXXX XXXX, writing this complaint, and repeatedly calling for help. During this time, I have been unable to work, resulting in lost income, in addition to the emotional strain and the time spent trying to protect an account that the company failed to secure. Over the last weekend I received 2 calls from XXXX and Bilt and they both did not know the others information and after an hour with each, they both said they would escalate it. I did find that they did not freeze the account as requested and we figured out almost {$10000.00} was charged after I requested the freeze.","date_sent_to_company":"2026-02-18T15:36:16.000Z","issue":"Trouble using your card","sub_product":"General-purpose credit card or charge card","zip_code":"92127","tags":null,"has_narrative":true,"complaint_id":"19589390","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"Bilt Technologies, Inc.","date_received":"2026-02-18T15:26:54.000Z","state":"CA","company_public_response":null,"sub_issue":"Can't use card to make purchases"},"highlight":{"complaint_what_happened":["I offered to verify my identity via : Social <em>Security</em> number Date of birth <em>Security</em> questions Any other standard verification <em>method</em> Despite this, the representative refused all <em>alternatives</em>. She insisted that I call a different number ( XXXX ), effectively denying me any pathway to secure my account. \n\nAt XXXX XXXX., I called that number and was successfully verified, demonstrating that the initial refusal was arbitrary and inconsistent with industrystandard verification practices."]},"sort":[15.75191,"19589390"]},{"_index":"complaint-public-v1","_id":"21422500","_score":13.591474,"_source":{"product":"Credit card","complaint_what_happened":"* SEE ATTACHMENT FOR FULL/FORMATTED COMPLAINT * CFPB Complaint Goldman Sachs Bank USA ( Apple Card XXXX XXXX XXXX ) Complainant : XXXX XXXX XXXX XXXX XXXX Goldman Sachs ( issuer of Apple Card and XXXX XXXX  Account ) Regulator : Consumer Financial Protection Bureau FORMAL COMPLAINT AND DEMAND FOR REGULATORY INTERVENTION To Whom It May Concern : I am submitting this complaint to formally document a pattern of repeated, systemic misconduct by Goldman Sachs Bank USA ( Goldman Sachs ) in its administration of my Apple Card and XXXX XXXX Account. These actions are not isolated errorsthey constitute ongoing operational failures, discriminatory conduct, and potential violations of federal consumer protection and disability laws.\n\nI. PATTERN OF UNJUSTIFIED ACCOUNT RESTRICTIONS AND DISRUPTIVE ACTIONS Goldman Sachs has repeatedly and unjustifiably : Flagged legitimate transactions as fraudulent Locked my accounts without cause Reissued new card numbers multiple times despite no confirmed fraud Forced repeated service disruptions requiring manual updates across numerous merchants I monitor my accounts multiple times daily. At no time has Goldman Sachs identified actual unauthorized activity. Despite this, they continue to impose intrusive and disruptive fraud prevention actions. \nThis conduct is objectively unreasonable and appears to violate : 12 U.S.C. 5531 ( UDAAP Unfair, Deceptive, or Abusive Acts or Practices ) These repeated actions impose substantial consumer harm ( service disruption, financial instability, administrative burden ) without countervailing benefit.\n\nRegulation E ( 12 CFR 1005 ) principles regarding error resolution and unauthorized transactions Goldman Sachs is treating non-errors as fraud events, triggering unnecessary corrective actions. \nGoldman Sachs can not plausibly argue that this is a legitimate fraud prevention practice when : No fraud exists No explanation is consistently provided The same pattern repeats despite prior confirmations This is not risk management. It is reckless, automated overreach causing foreseeable harm.\n\nII. REFUSAL TO PROVIDE ACCESSIBLE CUSTOMER SUPPORT ( ADA VIOLATIONS ) Goldman Sachs refuses to provide adequate support through accessible communication channels, specifically : Refusal to meaningfully assist via chat support Forcing phone-based interactions despite known disability limitations I am XXXX  and experience : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  ( such as phone calls ) I explicitly disclosed this disability and its impact during multiple interactions. Despite this : Representatives refused reasonable accommodations Continued to escalate interactions in ways that triggered meltdowns Failed to adapt communication methods This conduct likely violates : Americans with Disabilities Act ( Title III Public Accommodations ) Section 504 of the Rehabilitation Act Goldman Sachs has an affirmative obligation to provide reasonable accommodations. Instead, they : Ignored explicit disability disclosures Denied effective communication Continued practices that foreseeably caused harm This is not merely poor serviceit is disability discrimination through systemic neglect.\n\nIII. ABUSIVE AND HOSTILE CUSTOMER SERVICE CONDUCT During my most recent interaction : The representative repeatedly interrupted me Relied on irrelevant scripted responses disconnected from the actual discussion Criticized my disability-related behavior ( XXXX  meltdown ) Refused to engage with stated accessibility concerns Ultimately terminated the call while I was actively raising ADA-related issues This is egregious. \nTerminating a call under these circumstances constitutes : Bad faith refusal to engage Retaliatory conduct after mention of legal/regulatory concerns Denial of meaningful access to services This behavior raises concerns under : UDAAP ( Abusive practices ) interfering with a consumers ability to understand or assert their rights Potential retaliation concerns under federal consumer protection frameworks Goldman Sachs can not defend this as standard call handling when : The customer explicitly disclosed a XXXX The conduct directly escalated a medical event The termination occurred during discussion of legal concerns IV. MEDICAL AND HEALTH IMPACT ( FORESEEABLE AND PREVENTABLE HARM ) The stress caused by Goldman Sachs conduct has directly resulted in : Repeated XXXX meltdowns Escalation of XXXX episodes Increased XXXX events These conditions are otherwise well-controlled outside of these interactions. \nThis establishes : Foreseeable harm Causation linked to repeated conduct Failure to mitigate known risk after disclosure Financial institutions are not exempt from responsibility when their actions trigger medical crises through negligent or reckless behavior. \nV. COERCIVE AND OBSTRUCTIVE CONDUCT REGARDING REGULATORY ESCALATION During my most recent call : I stated I had been advised to seek regulatory assistance The representative refused to assist unless I identified specific agencies This is improper. \nConsumers are not required to : Identify regulatory bodies Provide legal strategy Justify escalation rights This behavior appears designed to : Discourage complaints Intimidate consumers Obstruct escalation Such conduct may fall under abusive practices ( UDAAP ) by interfering with a consumers ability to exercise rights. \nVI. ANTICIPATED DEFENSES AND PREEMPTIVE REBUTTALS Goldman Sachs XXXX attempt the following defenses : 1. Fraud prevention protocols require these actions Rebuttal : Protocols that repeatedly trigger false positives with no fraud and impose substantial consumer harm are defective and unlawful under UDAAP.\n\n2. Customer service followed standard procedures Rebuttal : Standard procedures that : Ignore disability disclosures Deny reasonable accommodations Escalate medical harm are noncompliant with ADA and inherently unlawful.\n\n3. Phone support is required for security Rebuttal : Security requirements do not override federal disability accommodation obligations. \nAlternative secure methods must be provided.\n\n4. Call termination was appropriate due to tone Rebuttal : The tone was explicitly disclosed as a disability-related medical response. Terminating the call under those conditions constitutes discriminatory denial of service.\n\nVII. REQUIRED CORRECTIVE ACTIONS I am requesting immediate regulatory intervention requiring Goldman Sachs to : 1. 2. Cease unwarranted fraud flagging and account disruptions absent verifiable evidence Implement robust ADA-compliant support channels, including fully functional chat- based resolution 3. 4. Provide mandatory disability and accessibility training for all support staff Establish clear escalation pathways for accessibility complaints 5. Prohibit representatives from : Interrupting disability disclosures Terminating calls during accommodation discussions 6. 7. Conduct a full audit of fraud detection systems for false-positive harm Provide written justification for all prior account restrictions VIII. CONCLUSION Goldman Sachs conduct is : Systemic Harmful Discriminatory Legally indefensible This is not a customer service issueit is a regulatory failure requiring enforcement action. \nTheir practices demonstrate a reckless disregard for consumer protection laws and disability rights, and without intervention, these harms will continue to affect not only myself but other vulnerable consumers. \nI expect this complaint to be treated with the seriousness it warrants.","date_sent_to_company":"2026-04-21T01:03:46.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"54650","tags":null,"has_narrative":true,"complaint_id":"21422500","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"GOLDMAN SACHS BANK USA","date_received":"2026-04-21T00:56:28.000Z","state":"WI","company_public_response":null,"sub_issue":"Problem with customer service"},"highlight":{"complaint_what_happened":["Phone support is required for <em>security</em> Rebuttal : <em>Security</em> requirements do not override federal disability accommodation obligations. \n<em>Alternative</em> secure <em>methods</em> must be provided.\n\n4. Call termination was appropriate due to tone Rebuttal : The tone was explicitly disclosed as a disability-related medical response. Terminating the call under those conditions constitutes discriminatory denial of service.\n\nVII."]},"sort":[13.591474,"21422500"]},{"_index":"complaint-public-v1","_id":"10902508","_score":12.557629,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Start of Problem : ***************************************************************************************************************** My Login Failure due to mandate to accept passive third party agreement to share private info! \n\nI can not log into my Robinhood account because of the popup requiring a consent to allow \" XXXX '' to have access to my personal data & ID. I do not agree to this! I \" ONLY '' agree to Robinhood having this information, and that has served me well up to this very moment. I know nothing about this company, nor its business practices. I am currently in a lawsuit because of this very type of corporate behavior regarding passive consent which is not all encompassing in any way! Each company has an agenda, as do Robinhood. I would like to continue my account with Robinhood without this requirement, otherwise I will allow the account to lie dormant until the market recovers and then transfer my funds to another brokerage firm. Please let me know how I may circumvent this protocol.\n\nThank you, ***************************************************************************************************************** After initially notifying you about logging in to my account and bypassing the new XXXX verification requirement, I was instructed to reset my password so that I may log in. This \" is failing ''! I want access to my account without sharing my photo ID with some company in the XXXX. The way I see it, there must be some type of liability with Robinhood directly sharing this information, since Robinhood already has \" the exact items '' which you are now requesting from me as requirements to log in! As I have said you have these things already ; so \" why must I provide it, when you could directly use it, and/or provide it, if it is now necessary to access my account and work on Robinhood 's platform?\n\nThank you, ***************************************************************************************************************** I have already expressed my concerns with my inability to log-in because of what is clearly addressed in the attachment. Although I can log in now, following that correction ; I can not transfer my cash into the very same bank account from which I have NO PROBLEMS making deposits into my Robinhood account. Please correct this immediately so that my frustrations are always kept to a minimum with Robinhood Brokerage.\n\nThank you, ***************************************************************************************************************** The attachment is a screenshot of the problem that I am having with the funds transfer. As I have already defined my choice to not accept the XXXX XXXX, I would like to circumvent this requirement permanently.\n\nThank you, ***************************************************************************************************************** Yes, I am using the very same bank account for deposits and withdrawals. If it's possible to just transfer the funds into my bank account from your end, please just do so ; but I do not want any part of the \" XXXX  '' money system as I have already mentioned several times before. Unlike the previous login issue that I had because of the new XXXX  requirement, I can now successfully login to my account without accepting the terms & conditions of XXXX, ( as was previously required, but I opted-out ) ; but now I can not access my funds without providing this same consent.\n\nPlease correct this error so that I may continue using Robinhood to manage my investments.\n\nThank you, ***************************************************************************************************************** I am using the very same bank account for both deposits to Robinhood and for withdrawals to the very same bank from which withdrawals are made into my Robinhood account. If it's possible to just transfer the funds into my bank account from your end, please just do so ; but I do not want any part of the \" XXXX '' money system as I have already mentioned several times before. Unlike the previous login issue that I had because of the new XXXX  requirement, I can now successfully login to my account without accepting the terms & conditions of XXXX, ( as was previously required, but I opted-out ) ; but now I can not access my funds without providing this same consent. Please correct this error so that I may continue using Robinhood to manage my investments.\n\nThank you, ***************************************************************************************************************** ROBINHOOD 's CONTRACTUAL OPT-OUT AGREEMENT : Your Data Protection Rights Regardless of where you live, we will honor the following rights related to your personal data, subject to some limitations and exceptions provided by law, and you will not be discriminated against for exercising them : Access data collected about you ; Request access to more details about the categories and specific pieces of personal information we may have collected about you in the last 12 months ( including personal information disclosed for business purposes ) ; Request, under certain circumstances, that we rectify or update your data that is inaccurate or incomplete ; Request, under certain circumstances, that we erase or restrict the processing of your data ; Object to our processing of your data under certain conditions provided by law ; ( Where processing of your data is based on consent, withdraw that consent ; ) Request that we provide data collected about you in a structured, commonly used and machine-readable format so that you can transfer it to another company, where technically feasible.\n\nPlease note that for an official record of your financial information you should make that request directly to your financial institution.\n\nDepending on where you live, you may have the right to lodge a complaint. We welcome and appreciate the chance to address any concerns you may have and encourage you to contact us. In addition, and depending on your jurisdiction, you may have the right to make a complaint at any time to your ( data protection ) supervisory authority. For end users in the EEA, you can find contact information for the European Data Protection Board ( EDPB ) on the EDPBs website here. For end users in the XXXX, you can find contact information for the Information Commissioners Office ( ICO ) on the ICOs website here. For end users in XXXX this is the Federal Data Protection and Information Commissioner which you can find here.\n\nTo exercise any rights you have, you can submit a request using our online form. You can also contact us as described in the Contacting XXXX  section below to exercise any of your data protection rights. You may be required to provide additional information necessary to confirm your identity before we can respond to your request.\n\n***************************************************************************************************************** After following the instructions provided to link a debit card account to my Robinhood account for the withdrawal of my funds, I discovered again, that without consenting to sharing my personal information with Personna, as with XXXX XXXX, I can not access the funds. The attached screenshot shows that an alternative 3rd party consent with ( Personna ) is being requested ; which I am also unwilling to share my ( already submitted ) personal information and photo ID to, since I have already placed my trust with Robinhood for this purpose. On the date that my account was established, I submitted everything that was needed to satisfy opening an account and interacting with Robinhood services ; but again, as I have said several times before, I have submitted all these things to Robinhood LLC which was sufficient to open my account, also with whom I have intended to do business, I am not interested in any affiliated businesses with whom Robinhood desires to affiliate themselves with for their own benefit or convenience. If Robinhood feels that sharing my personal information with its affiliates is legal, then they already have all.of the verification to do just that, but this persistence, for me to do what I have already done in very suspicious, as it appears that Robinhood desires to escape any potential risk of liability from any negative fallout from their affiliations with these companies should they fail in their service promises. Therefore, please just make this simple process happen!\n\n***************************************************************************************************************** I have communicated with you guys several times now, and this has not yielded any useful results. I have tried every alternative method ( per your instructions ) and the XXXX popup continues to get in the way, I want this issue resolved before things require more drastic measures to be resolved. Below I have included a link to customer reviews of the XXXX XXXX, and it is not good at all. I do believe that this relationship between Robinhood and XXXX XXXX will not have an overall poistive or benefitial outcome for anyone involved with it. In this final attempt to withdraw my money from my Robinhood account, and to \" Hopefully '' continue a sucessful relationship with Robinhood services, do whatever is necessary to keep our relationship healthy. Link XXXX XXXX XXXX XXXX ***************************************************************************************************************** I've already completed all of the steps outlined above, and was informed via the app that \" further review '' is necessary and I \" will be contacted ''. However, I was not contacted as a result of completed those step, and what I continue to receive is the same instructions without resolution. I intent is to next contact the SEC regarding the rules which govern these things, and also the Consumer Financial Protection Bureau to look into these practices. I feel that I have explained myself very well within my past communications with your support team, to only receive another support person with the very same instructions which has not given me access to my funds. I recently sent in my full name, last XXXX digits of my social, birth date, and phone number as indicated in the email below : Hello, I hope you are having a good day so far. My name is XXXX with the equities team here at Robinhood and I would be happy to help you out today. \n\nThanks for reaching out. To ensure the security of your account, we can assist you with the withdrawal of funds through chat or phone support. Alternatively, you can answer some verification questions to continue via email.","date_sent_to_company":"2024-11-22T14:33:00.000Z","issue":"Other service problem","sub_product":"Virtual currency","zip_code":"33905","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"10902508","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ROBINHOOD MARKETS INC.","date_received":"2024-11-22T13:57:10.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["To ensure the <em>security</em> of your account, we can assist you with the withdrawal of funds through chat or phone support. <em>Alternatively</em>, you can answer some verification questions to continue via email."]},"sort":[12.557629,"10902508"]},{"_index":"complaint-public-v1","_id":"19395180","_score":12.46815,"_source":{"product":"Credit card","complaint_what_happened":"Attached is my formal written complaint outlining a serious accounttakeover incident, denial of access to my own account, failures in identity verification, unexplained reversals, and improper handling of contractual benefits. \n\nI am requesting immediate resolution. If I do not receive a meaningful response and full restoration of access by the next 24 hours, I will submit this complaint to the Consumer Financial Protection Bureau ( CFPB ) and any other applicable regulatory bodies without further notice. \n\nPlease treat this matter as urgent, as my account remains inaccessible and I can not determine the extent of unauthorized activity or financial harm. \n\n\n\nFormal, LegalStyle Version ( CFPB Complaint/ Legal Correspondence ) Re : Urgent Complaint Regarding Account Takeover, Failure to Secure Account, Improper Verification Practices, Unauthorized Reversals, and Denial of Contractual Benefits ( Bilt / Cardless ) I am filing a formal complaint regarding Bilts and Cardlesss failure to secure my account during an active accounttakeover incident, the refusal to perform reasonable identity verification, and the resulting financial and contractual harm. The handling of this matter represents a severe breakdown in security, compliance, servicing, and consumerprotection obligations. \n\nI. Summary of the Incident On the dates in question, I began using the Bilt Palladium card on XX/XX/year>. On XX/XX/year>, I became aware of a data leak and hacking affecting multiple accounts. My Bilt/Cardless account was compromised as part of a broader hacking incident affecting multiple financial platforms.\n\nWhile I was engaged in a live call with Bilt support, the attacker changed the phone number associated with my Bilt/Cardless account in real time. I witnessed the unauthorized change occurring directly within my account interface. I immediately notified the Bilt representative, who asserted that the matter was being escalated. No action was taken to prevent further unauthorized changes or to secure my account. Shortly thereafter, I was logged out and unable to regain access.\n\nAt this time, I can not determine the full extent of any financial loss or unauthorized transactions because I can not access my account. Bilt/Cardlesss failure to restore secure access has prevented me from verifying which transactions posted, which were reversed, and whether any transactions were unauthorized.\n\nThis failure to intervene during an active takeover directly enabled additional unauthorized activity, prevented me from securing my account credentials, and caused significant and ongoing harm.\n\nII. Improper Identity Verification Procedures Following the lockout, I attempted to regain access. When speaking with a representative named XXXX the next morning ( approximately XXXX a.m. to XXXX a.m. ), I was informed that support could not verify my identity because I no longer had access to the phone number the hacker changed. \n\nThis rationale is legally and procedurally indefensible. I offered to verify my identity via : Social Security number Date of birth Security questions Any other standard verification method Despite this, the representative refused all alternatives. She insisted that I call a different number ( XXXX ), effectively denying me any pathway to secure my account. \n\nAt XXXX a.m., I called that number and was successfully verified, demonstrating that the initial refusal was arbitrary and inconsistent with industrystandard verification practices. However, that department could not help me and directed me back to XXXX. \n\nAt XXXX a.m., I called XXXX, where XXXX was excellent. She reviewed my account and reported a different spend amount than XXXX had provided. XXXX also stated that her department could not help with what I needed to do and referred me back to XXXX. \n\nAt XXXX a.m., I called back and spoke with XXXX, who was also excellent but could not help me and told me to write an email to support or go on chat. \n\nI do not have actual times for Saturday because I was not aware of, or tracking, these events at that time. When I discovered what had happened, I spent XXXX consecutive hours calling banks and other accounts and logging in to change credentials. For some accounts ( e.g., AA ), I required the institutions assistance to change the email address. Bilt/Cardless did not provide comparable support or a functional path to regain access.\n\nIII. Inconsistent Account Information and Unexplained Reversals Once verified, representatives provided spending and transaction figures that did not correspond to the actual activity on my account. Several valid transactions were reversed without my authorization or any explanation, including : DMV payments Staples purchases Additional transactions that appeared and disappeared from my historical totals Because I remain locked out of the account, I have no ability to determine : Which transactions posted Which were reversed Which bills remain unpaid, including bills due within XXXX hours The inability to access or validate my own account activity presents significant financial harm, including late fees, service interruptions, and potential credit consequences. \n\nIV. Failure to Provide Contractual Status, Credits, and Rewards I was informed by multiple representativesmost notably XXXX on Saturday ( he was amazing ), that I had surpassed the spend threshold required to reach the higher status tier. Despite this, my account continued to display a lower status, and I was unable to access benefits associated with the tier I had already earned. \n\nThe Palladium card comes with XXXX status, yet my account was not showing XXXX ; it was showing XXXX status. \n\nSpecifically, I was unable to access the {$200.00} semiannual hotel credit. \n\nBecause I was not showing XXXX level, I was not permitted to proceed. I called XXXX, and XXXX confirmed I was actually Platinum ; however, I still could not access the semiannual credit. \n\nFurthermore, I enrolled for the Palladium card through ThePointsGuy.com ( XXXX ) under a promotional offer allowing XXXX on the first {$10000.00} in spend within XXXX days. I completed this spending requirement on the first day. \n\nI strategically delayed activating the XXXX Cash Accelerator ( which adds an additional XXXX up to {$5000.00} increments ) until after confirming my qualifying spend, because I was told the Accelerator and the XXXX bonus would not stack. \n\nAfter confirmation, I activated the Accelerator using {$200.00} in XXXX XXXX in reliance on XXXX representations. Now Bilt/Cardless claims I spent thousands less than I did, threatening my eligibility for both the XXXX bonus and the proper application of the Accelerator. \n\nV. Repeated Failure to Escalate, Respond, or Provide Remedy Multiple representatives stated that my case was escalated but could not provide : A timeline A reference number A point of contact Any interim solution to regain access On a prior matter, I was explicitly told to expect a call back within XXXX hours ; no such call occurred. \n\nI have attempted resolution via every available channel : Multiple phone numbers Email Support chat ( including XXXX instance waiting over XXXX hours ) No meaningful action has been taken. \n\nVI. Requested Relief I request that Cardless ( as issuer/servicer ) and Bilt ( as the program/platform administrator and frontline support channel ) be directed to take the following actions immediately : 1. Restore secure access to my account, reversing unauthorized changes to my phone number and/or email. \n\nXXXX. Provide a complete, itemized transaction history for the relevant period, including postings, reversals, declines, and authorizations. \n\nXXXX. Reconcile and correct the spending totals, including all reversed or misreported transactions. \n\nXXXX. Honor the promotional terms associated with the TPG offer and correct any negative impact caused by these servicing failures.\n\n5. Reinstate and make available the {$200.00} semiannual hotel credit or provide equivalent compensation. \n\nXXXX. Provide written documentation explaining the handling failures and the steps that will be taken to prevent recurrence. \n\nXXXX. Assign a dedicated escalation representative with authority to resolve the matter promptly. \n\nI request to be contacted at my registered phone number, XXXX, which was changed without my authorization. This number should be reinstated to my account. \n\nXXXX. Conclusion This situation reflects a severe breakdown in Bilt/Cardless accountsecurity protocols, identityverification procedures, and consumerservicing obligations. Other institutions affected by the same hacking event resolved my issues, some within minutes. Bilt/Cardlesss failure to act during an active account takeover not only enabled further unauthorized activity but has caused extensive financial and administrative harm. \n\nI request immediate regulatory assistance to secure my account, correct financial inconsistencies, and enforce the contractual benefits owed to me. \n\nXXXX XXXX Since composing the formal complaint, I have made several additional attempts to speak with Bilt/Cardless . When I woke up this morning, I discovered multiple emails indicating that new virtual cards had been issued on my accountwithout my authorization. This significantly increased my concern about the ongoing security of the account. \n\nI immediately called again and spoke with XXXX for over XXXX hours. He was empathetic and genuinely tried to help. He also confirmed that he spoke to his boss and it the issue had finally been sent to the XXXX Department. ( first time I had ever heard of that and asked why it wasn't done 2 days ago? I explained that I had been unable to freeze my account on Sunday and that previous representatives told me there was nothing they could do. XXXX acknowledged the issue, froze the account himself, and I received an email confirming that action. \n\nHe was the first representative who clearly understood that I had run out of options and actually reviewed the notes on the account. That call occurred around XXXX a.m. PST 2hour after I started talking to him, approximately seven hours ago. At this point, I have been told my case would be escalated more than twelve times since Sunday, by both email and text, yet no meaningful action has been taken. \n\nMost recently, at XXXX a.m. XXXX, I received yet another message stating : I'll have to escalate this to our XXXX team for further review. Hang tight while we look into this for you. We will follow up with you again as soon as we have an update. \nDespite these repeated escalations, nothing has been resolved, and my account remains inaccessible and vulnerable. \n\nI have no way of knowing what damage, if any, has occurred, or what costs I may have incurred from missed or reversed payments because I have had no access to my account for the past two days. I was told that some of the Bilt/Cardless reps when I called, some of my charges had been reversed, including transactions where I made multiple payments at the same location on the same day. For example, DMV registration payments for different vehicles were reportedly reversed without my authorization after I had confirmed that it was approved.","date_sent_to_company":"2026-03-25T14:02:16.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"92127","tags":null,"has_narrative":true,"complaint_id":"19395180","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Bilt Technologies, Inc.","date_received":"2026-02-10T18:31:08.000Z","state":"CA","company_public_response":null,"sub_issue":"Other problem"},"highlight":{"complaint_what_happened":["I offered to verify my identity via : Social <em>Security</em> number Date of birth <em>Security</em> questions Any other standard verification <em>method</em> Despite this, the representative refused all <em>alternatives</em>. She insisted that I call a different number ( XXXX ), effectively denying me any pathway to secure my account. \n\nAt XXXX a.m., I called that number and was successfully verified, demonstrating that the initial refusal was arbitrary and inconsistent with industrystandard verification practices."]},"sort":[12.46815,"19395180"]},{"_index":"complaint-public-v1","_id":"14413306","_score":11.563379,"_source":{"product":"Prepaid card","complaint_what_happened":"URGENT FORMAL COMPLAINT : Gross Negligence, Repeated Fraud, and Unjust Denial of Claims by Bank of America EDD XXXX XXXX XXXX Account XXXX in XXXX Total Stolen : Nearly {$40000.00} Dear Consumer Financial Protection Bureau, I am writing to file an urgent and comprehensive formal complaint against Bank of America XXXX Prepaid Card Services regarding a catastrophic series of events that has resulted in the theft of nearly {$40000.00} of my California unemployment benefits. This ordeal, spanning over five years, is a clear demonstration of gross negligence, egregious corporate misconduct, and a complete disregard for consumer protection that has led to profound personal suffering, including homelessness, eviction, and severe emotional and financial devastation. \nXXXX. Account Establishment and Initial Unresolved Access Issues On XXXX, an unemployment insurance prepaid debit card account was opened on my behalf by the California XXXX XXXX Bank of America to receive my bi-weekly benefits during the pandemic. I was informed a debit card would be sent for access to these funds. \nFrom the very beginning, I never received a physical debit card. This exact scenarionot receiving a card, reporting it lost or stolen to Bank of America, and a new one being re-issuedrepeatedly occurred more than 5, but less than 10 times. Each time, Bank of America representatives reassured me my funds were \" 100 % secured and safe '' and advised me to simply \" keep an eye out '' for the new card. My efforts to protect my mail, including reporting ongoing mail theft to local authorities ( Police Report # XXXX ), were tragically unsuccessful. Despite these repeated warnings and my proactive measures, Bank of America failed to implement any effective security protocols or provide alternative methods for me to access my legitimate funds. \nXXXX. XXXX XXXX XXXX and First Theft of Funds My inability to access funds had devastating consequences. Approximately XXXX months into the lockdown, my fianc, who was financially supporting us, tragically passed away at only XXXX XXXX XXXX on [ approximate date of fianc 's passing ], just one week before our planned wedding. This left me in an unfathomable state of grief and without financial support, while Bank of America continued to withhold my funds with \" the same old story. '' The situation culminated in my eviction from my home on XX/XX/XXXX, at XXXX a.m. This was a direct result of Bank of America holding my money \" UNSAFELY HELD XXXX, '' denying me access to the funds I needed to pay rent. This eviction led to the loss of all my belongings, left an eviction on my record ( severely impacting future housing ), and forced me into homelessness, literally sleeping outside in a park. I was entirely dependent on food stamps to avoid physical starvation. \nDuring this period of extreme vulnerability, I contacted Bank of America again. It was then, to my profound shock, that I was informed my account had been \" completely 100 % emptied to {$0.00} '' by an unauthorized individual. This criminal had illegally accessed one of the physical cards repeatedly stolen from my mailbox and, through research I've gathered, acquired my private identifying credentials to activate it. The emotional distress upon hearing this news was overwhelming, triggering a full-blown XXXX XXXX, immense grief, despair, and a feeling of complete betrayal and fury. Despite my suspicions of fraud, I immediately reported the unauthorized transactions and opened a claim for approximately {$26000.00}. This initial claim was denied without any explanation in the very early days of my homelessness, leaving me utterly destitute. \n3. Undisclosed Claim Reversal and Second Theft of Funds Approximately nine months after relocating to XXXX, California ( where I managed to secure temporary housing with a family friend due to my eviction record ), I received a confusing email from Bank of America about \" recent activity '' on my account. As I believed the account was closed after the initial denial, I was alarmed and contacted them. \nTo my astonishment, I learned that Bank of America had unilaterally reversed the denial of my initial claim and approved it with no communication or notification whatsoever to me. Crucially, despite the account 's documented history of being compromised by mail theft and fraud, Bank of America failed to implement any necessary security precautions. They did not close the compromised account, did not reopen a new account with a new number, and did not consider alternative secure options like sending a check. \nPredictably, and horrifyingly, immediately after these funds were approved and deposited into the previously compromised account, they were \" totally liquidated and spent all the way down to the last penny. '' The only email notification I ever received from Bank of America throughout our entire relationship was after this second theft, informing me the account was empty. \nXXXX. Continuous Denials, Bogus Explanations, and Obvious Stonewalling ( Claim No. XXXX ) Upon discovering this second theft of approximately {$22000.00}, I initiated a new claim ( Claim No. XXXX ) on XX/XX/XXXX. During this process, for the very first time, I actually received a physical debit card, albeit for an account with no funds. \nThis claim has been denied and required reconsideration over XXXX times. Each denial letter is an identical, seemingly automated response stating, \" during our research, we identified multiple factors that indicate that the transaction was authorized by you or made by someone who has permission to use your card or account. '' I have been more than vigilant, providing extensive documentation, including : * Original police report from mail theft. \n* A more current police report. \n* Documentation proving I am a victim of identity theft via an Equifax data breach ( dating back to XXXX ), demonstrating my PII was compromised. \n* A federal IRS identity theft affidavit form. \n* My written reconsideration requests as mandated by Bank of America after XX/XX/XXXX, which stipulated new documentation for each appeal. \nDespite repeatedly requesting the specific documentation Bank of America relied upon for their denials, as they are obligated to provide, I have never received any such supporting documents from them. This lack of transparency, coupled with identical denial letters, strongly suggests an automated, AI-generated system that disregards evidence. Supervisors and representatives themselves admit they have never \" seen with their own two eyes '' or spoken to a human from this \" reconsideration team, '' further solidifying my suspicion of a non-existent or automated department designed to deny legitimate claims. \n5. Bank of America 's Own Evidence Contradicts Their Denials On XX/XX/XXXX, in response to a complaint I filed on this website, XXXX XXXX XXXX Bank of America ) provided a denial that at least offered specifics. She claimed denials were based on me being \" in the same place that the transactions were made. Based on account address. '' I directly countered this with irrefutable legal documentation : * Legal eviction documents signed by the sheriff ( XX/XX/XXXX ), proving I was no longer living at the address where they claimed I had on file or where cards were continuously sent and stolen. \n* A one-year lease agreement ( XX/XX/XXXX- XX/XX/XXXX ), proving I was living in an entirely different city and county, far from where any of the disputed transactions occurred. \nDespite this overwhelming evidence, on XX/XX/XXXX, Bank of America issued another denial letter stating, \" your written request didn't include new information or documents supporting your claim. As a result, your claim will continue to remain denied... we identified multiple factors that indicate that the transaction was authorized by you or made by someone who has permission to use your card or account. '' This is a blatant and insulting disregard for concrete legal proof. \nAdding insult to injury, I was evicted a second time from my residence due to non-payment, again directly because Bank of America refused me access to my rightful funds. This second eviction compounded my homelessness, forcing me to live in a tent on a river bottom, further hindering my ability to pursue this case. \nXXXX. Bank of America 's Own Admission of Fault Most critically, after moving to XXXX, California, I received a letter from Bank of America XXXX XXXX Department providing me a check for over {$8100.00}. This check was \" owed to me for the financial harm that I have endured from not having access to my account nor the funds in this account during the impact dated period of XX/XX/XXXX, through XX/XX/XXXX. '' This is Bank of America 's own unequivocal admission that I had no access to my account or funds during the very period when the two major thefts occurred, directly contradicting their repeated denials that transactions were \" authorized by me or someone with my permission. '' I immediately sent this as \" new documentation '' to their claims department, expecting it to finally approve my claim. It was immediately denied again with the same generic \" no new information '' excuse. \n7. Demand for Action I have exhausted all internal avenues with Bank of America. They have consistently stonewalled me, lied, ignored irrefutable evidence, and shown a complete lack of accountability for their role in the theft of my funds and the subsequent devastating impact on my life. My \" 5-year investigation '' into these matters, documented with overwhelming proof that I have provided to Bank of America , makes it unequivocally clear that this institution has no regard for its consumers and actively covers up its failures. \nI demand the Consumer Financial Protection Bureau intervene and compel Bank of America to : * Immediately reimburse me the full amount of all stolen unemployment benefits, totaling nearly {$40000.00}. \n* Provide full compensation for the immense emotional distress, two evictions, homelessness, loss of all belongings, and continued financial and personal devastation directly caused by their gross negligence and predatory practices.\n\n* Conduct a thorough, independent investigation into the Bank of America EDD Prepaid Card Services, specifically addressing their claims process, security failures, and the alleged automated denial system.\n\n* Hold all responsible parties within Bank of America accountable for their actions and inactions.\n\nI have provided Bank of America with every piece of documentation I have acquired. I implore the CFPB to review this egregious case and ensure that justice is served. \nSincerely, XXXX XXXX","date_sent_to_company":"2025-07-02T23:13:24.000Z","issue":"Problem with a purchase or transfer","sub_product":"Government benefit card","zip_code":"92604","tags":null,"has_narrative":true,"complaint_id":"14413306","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2025-07-02T22:30:43.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Card company isn't resolving a dispute about a purchase or transfer"},"highlight":{"complaint_what_happened":["Despite these repeated warnings and my proactive measures, Bank of America failed to implement any effective <em>security</em> <em>protocols</em> or <em>provide</em> <em>alternative</em> <em>methods</em> for me to <em>access</em> my legitimate funds. \nXXXX. XXXX XXXX XXXX and First Theft of Funds My inability to <em>access</em> funds had devastating consequences."],"company_public_response":["Company has responded to the consumer and the CFPB and chooses not to <em>provide</em> a public response"]},"sort":[11.563379,"14413306"]},{"_index":"complaint-public-v1","_id":"14552700","_score":11.52034,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"To Whom It May Concern, I am writing to formally express my profound disappointment and concern regarding a series of deeply troubling experiences at the First Horizon Bank XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX. As a long-standing client of First Horizon ( and formerly First Tennessee Bank ) and a former employee of an international bank with nearly a decade of experience in the financial sector, I possess a comprehensive understanding of banking operations, customer service standards, and regulatory compliance. The conduct observed at this branch falls far below the expected standards and raises significant questions regarding adherence to federal banking regulations. \n\nBackground of Prior Incident XXXX XXXX XXXX XXXX : During a previous visit to the XXXX XXXX  to inquire about issues with my debit cards, I was denied assistance because I had forgotten my physical ID and card. Despite offering to provide a digital copy of my ID ( from a recent tax filing ) and logging into my mobile banking application to verify my account number and identity, staff refused service, stating, \" they didnt know if I was who I said I was because they dont know me. '' Branch Manager XXXX XXXX subsequently advised me to visit the branch more frequently to \" cultivate a relationship '' and become more familiar to the staff. \n\nWhile I understand the importance of Know Your Customer ( KYC ) and Customer Due Diligence ( CDD ) regulations designed to prevent financial crime, a bank 's procedures should also reasonably accommodate legitimate customer inquiries, especially when alternative verification methods are readily available. The suggestion to \" cultivate a relationship '' as a prerequisite for basic account inquiry is an unprofessional and impractical substitute for robust and flexible identity verification protocols, potentially indicating inadequate training on comprehensive KYC/CDD implementation. \n\nIncident of XX/XX/year> : Today, XX/XX/year>, I arrived at the XXXX XXXX at XXXXXXXX XXXX to deposit funds into my grandmother 's account. Upon entering, I was immediately subjected to an inappropriate interrogation by a security guard regarding my banking needs and why I wished to speak with a personal banker rather than a teller. This questioning by a third-party security contractor about my private financial affairs constitutes a serious breach of customer privacy and a direct violation of Regulation P and the Gramm-Leach-Bliley Act ( GLBA ), which govern the protection of nonpublic personal information. When I declined to use the teller line and requested to wait for a personal banker, the guard refused to notify staff of my presence, stating they would come over \" when they are ready to. '' Subsequently, I was called over by XXXX XXXX, XXXX XXXX. When I attempted to provide context for my visit, including the Branch Manager 's previous advice regarding building a relationship, XXXX XXXX repeatedly and aggressively interrupted me, stating that my comments had \" nothing to do with her '' and that I \" didn't have to tell her anything that has happened thus far. '' Her demeanor was overtly hostile and unprofessional. When I calmly explained my simple transaction ( a deposit into my grandmother 's account ) and expressed my concern about the consistent hostility experienced at this branch, XXXX XXXX became further agitated and declared she would no longer help me. At this point, the security guards, who had been standing over her desk, instructed me to leave the premises. \n\nI was not irate, disrespectful, or loud at any point during this encounter. I would encourage your team to review camera and potential audio footage from this brank to validate my claims and behavior. I was embarrassed and dismayed by the unprovoked aggression and the refusal of service for a routine transaction. \n\nSystemic Concerns and Regulatory Implications : This is my second experience feeling treated as a \" second-class citizen '' at the XXXX XXXX XXXX As a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, I am compelled to state that the consistent hostility, profiling, and dismissive treatment I have received at this specific branch has created an environment of significant anxiety and discomfort, reminiscent of an anxiety attack. This raises serious concerns about potential discriminatory practices and a lack of equitable treatment, which are fundamental expectations for all financial institutions.\n\nThe Branch Manager, XXXX XXXX, acknowledged the recent robbery as a reason for staff being \" on edge. '' While understanding, this does not excuse the systematic breakdown in customer service, adherence to privacy regulations, or the creation of a hostile environment. As a business owner, I understand that a team 's culture is a direct reflection of its leadership. The pervasive unprofessionalism, disregard for customer privacy, and aggressive behavior exhibited by staff, particularly XXXX XXXX, indicate a severe deficiency in branch management and staff training. \n\nI believe these incidents represent potential violations of, but are not limited to, the following : Gramm-Leach-Bliley Act ( GLBA ) & Regulation P : The security guard 's direct questioning of my private financial needs.\n\nConsumer Financial Protection Bureau ( CFPB ) Guidelines : Pertaining to fair treatment of consumers and prevention of unfair, deceptive, or abusive acts or practices ( UDAAPs ). The aggressive refusal of service and hostile environment could fall under these guidelines. \n\nOffice of the Comptroller of the Currency ( OCC ) Standards : The OCC supervises national banks to ensure their safety, soundness, and fair treatment of customers. The issues at this branch reflect p\n\noorly on these standards. Federal Deposit Insurance Corporation ( FDI\nC ) Consumer Protection : While primarily focused on deposit insurance, the FDIC also plays a role in consumer protection, ensuring public confidence in the banking system, which is eroded by such experiences.\n\nFair Access to Financial Services : The overall hostile and potentially discriminatory environment ( still valid although majority if not all of the staff at this branch is XXXXXXXX XXXX  ) undermines the principle of fair and equitable access to banking services for all customers. \n\nResolution : I have already initiated contact with First Horizon 's resolution team and will be formally escalating this complaint to the FDIC, CFPB, and OCC. I expect a thorough and impartial investigation into the conduct of the XXXX XXXX : XXXX, specifically addressing : The branch 's identity verification procedures in the context of KYC/CDD. \n\nThe inappropriate role and conduct of third-party security personnel concerning customer privacy ( GLBA/Regulation P ). \n\nThe unprofessional and hostile behavior of XXXX XXXX XXXX and the refusal of service. \n\nThe overall branch culture and management 's responsibility in fostering such an environment, particularly concerning fair treatment and potential profiling. \n\nI am a profitable and loyal client, and I will not tolerate being strong-armed or profiled for attempting to conduct legitimate banking business or for sharing my experience. I look forward to your prompt attention to this critical matter and a resolution that ensures such egregious conduct is not repeated. \n\nXXXX  profiles provided for reference : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX","date_sent_to_company":"2025-07-09T18:56:32.000Z","issue":"Other service problem","sub_product":"Domestic (US) money transfer","zip_code":"38116","tags":null,"has_narrative":true,"complaint_id":"14552700","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FIRST HORIZON BANK","date_received":"2025-07-09T18:49:30.000Z","state":"TN","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["While I understand the importance of Know Your Customer ( KYC ) and Customer Due Diligence ( CDD ) regulations designed to prevent financial crime, a bank 's procedures should also reasonably accommodate legitimate customer inquiries, especially when <em>alternative</em> verification <em>methods</em> are readily available."]},"sort":[11.52034,"14552700"]},{"_index":"complaint-public-v1","_id":"4360450","_score":10.685225,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I. RELEVANT FACTS On the morning of Thursday, XX/XX/XXXX, I was a guest at the XXXX XXXX XXXX in XXXX and accessed the XXXX XXXX identified at reception as secure and reserved for guests. At XXXX XXXX  I received a phone call and a male identified himself as an agent with Chases fraud department. He informed me that Chase identified suspicious activity involving my business debit card ending in XXXX. To authenticate his affiliation with Chase he provided me my Chase login ID, date of birth, and address. He then asked if I received a text message from Chase. I checked my phone and discovered a text inquiring about a purchase at XXXX and listing the last four digits of my business debit card. The Chase agent asked whether I had authorized that transaction and three other transactions which allegedly were made in New York City at XXXX, XXXX, and XXXX XXXX. I informed him that none of the aforementioned transactions were authorized. Being cautious, I cross-referenced the incoming phone number, XXXX. It matched the number on the back of my business debit card as well as the number provided on Chases website for existing business customers ( XXXX ) : https : //www.chase.com/business/contact-us. As an additional prophylactic measure, I also ran a malware scan on my laptop with my XXXX XXXX antivirus software and nothing was detected. \n\nI quickly logged in to Chase online banking to see if any of the fraudulent charges had posted. While logged in, I noticed an inter-account transfer that I had not performed. I expressed my alarm and the Chase agent informed that the fraud team was working to ensure all accounts were restored to the status prior to the compromise. He further informed that Chase would need to deactivate my business debit card and lock me out of my accounts so they could locate the perpetrator. As I had timed out from Chase online banking due to inactivity, I tried to log back in and I was indeed locked out. Notably, no e-mail from Chase was delivered confirming that my ID or password had been changed. While I rarely change my ID or password, on the occasions I have done so I consistently received an alert from Chase confirming a change has been made. The lack of notification reassured me that my accounts have been securely locked by legitimate Chase personnel and not a fraudster. \n\nTo reverse the fraudulent debit card charges, the Chase agent informed that pins would be delivered via text and I would need to provide one for each fraudulent transaction. I am on the phone with the Chase agent for approximately one hour during which time three pins are delivered and relayed. Thereafter I had to terminate the call to check out of the hotel. Before departing the hotel, I asked to speak to the manager and informed her that the guest network may not be secure. I reported that no damages had been suffered as Chase detected the fraudulent activity. \n\nI was scheduled to have lunch with my sister and niece and activated the Do Not Disturb feature on my XXXX. After departing lunch, I deactivated the feature and almost immediately received a call from the same Chase number. The same agent I spoke with in the morning informs he requires a fourth pin to reverse the last fraudulent debit card transaction and that arrives via text instantaneously. I provided it and then commenced driving home to XXXX. \n\nOn the morning of Friday, XX/XX/XXXX, I identify an e-mail notification from Chase informing that Chase approved a wire transfer from my business account for {$19000.00} payable to a stranger : XXXX XXXX. That denomination is almost triple the amount that was in the business account the day prior, signaling that funds had been withdrawn from multiple personal accounts and consolidated in my business account. This is an aberration as I do not comingle personal and business funds in my business account in keeping with the terms provided by Chase to utilize business accounts strictly for nonpersonal purposes. Online transfers are not frequent and when made constitue withdraw funds from my business account and deposit them in my personal checking or savings as a salary. \n\nI immediately drove to the local Chase branch in XXXX XXXX located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, Texas XXXX. I met with banker XXXX XXXX, who confirmed that Chase had indeed approved the wire transfer and it had cleared my account that morning. I reported that Chase should have declined the wire transfer request given the multiple instances of debit card fraud detected the day prior. XXXX XXXX accessed my account and did not identify any notes pertaining to debit card fraud. However, he informed that Chase flagged my business account for suspicious activity the morning of Thursday, XX/XX/XXXX. Despite flagging the account, XXXX XXXX informed that Chase made no attempt to contact me and apprise me of any risk. My husband XXXX XXXX joined us and for approximately three hours we worked with XXXX XXXX to try and recoup the funds. As part of the process, I complete the XXXX XXXX XXXX onsite and execute it before XXXX XXXX, a Chase employee and notary. XXXX XXXX reports that all formalities have been completed to file the claim and the assigned case number is reported to be # XXXX. Immediately upon departing the branch location, I further undertook all of the prescribed measures XXXX XXXX delineated, including but not limited to : filing a police report with the XXXX XXXX XXXX XXXX, filing a report with the Federal Trade Commission, placing security freezes with the three credit bureaus, re-running malware scans on my laptop and XXXX, and changing my password for my XXXX e-mail account. Lastly, XXXX XXXX instructed that I directly contact Chases fraud department to apprise them of the three additional instances of fraud, namely, the unauthorized transfers of funds from my personal checking, joint checking, and savings account to the business checking account. \n\nOn XX/XX/XXXX, after having addressed all other prerequisite tasks identified by XXXX XXXX, I contacted Chase to repot the three instances of fraud involving my personal accounts. The Chase agent with whom I spoke had no record of my case number. But, after relaying the facts and circumstances that culminated in the unauthorized wire transfer, the agent informed that only the wire transfer constituted fraud despite the fact that the online banking transfers were performed by a fraudster. The representative then recited all of the tasks that I had already undertook pursuant to XXXX XXXX guidance. \n\nOn the morning of Thursday, XX/XX/XXXX, a full week after the incident, I call Chase again to ascertain the status of my claim and anticipated arrival for the debit cards. The representative that I speak with again informed there is no record of any claim having been filed on my behalf. When I provide the aforementioned case number, the Chase representative again searches for the claim to no avail. Thereafter I drive directly to the local Chase branch. XXXX XXXX concedes that that the debit cards were not ordered and rectifies that oversight. He does, however, insist that the claim was promptly filed on XX/XX/XXXX and faxes me a copy of the XXXX XXXX XXXX. \n\nOn XXXX, XXXX, our Chase Private Client Manager, XXXX XXXX XXXX, facilitated a call with Chases fraud department in an attempt to expedite the processing of my claim and reimbursement of the fraudulently transferred funds. We were connected with a representative named XXXX XXXX XXXX XXXX asked for her full name and she declined to provide it XXXX. XXXX reported that the claim was initially misfiled on XX/XX/XXXX, but ultimately she was able to locate the relevant information. Per the records available to XXXX, Chase did indeed flag my business account for suspicious activity on the morning of Thursday, XX/XX/XXXX. And, in accordance with XXXX XXXX report, Chase never took any initiative to contact me to alert me of any possible risk. Per XXXX account, Chases records indicated that I called in directly to Chase requesting a wire transfer from my business account. And, when questioned as to the purpose of the transfer, the individual purporting to be me reported it was intended to be a birthday gift for my son. I informed XXXX that while I received multiple calls from a number affiliated with Chase, I did not make any outgoing calls to Chase, which my XXXX phone log supports. And, I do not have children. While neither XXXX nor her supervisor were ultimately able to provide assistance, it was invaluable to learn that the proffered justification of gifting tens of thousands from a business account for an expressly non-business purpose failed to raise any red flags with Chase. This reinforced several other red flags which Chase should have countenanced, including but not limited to : ( 1 ) my account was flagged for suspicious activity the very morning of the wire transfer request, ( 2 ) personal funds were drained from my personal checking, joint checking, and savings account and consolidated in my business account in an unprecedented manner that liquidated nearly all funds collectively held by Chase, and ( 3 ) I have never authorized any wire transfer from any account in the history of banking with Chase. \n\nOn XX/XX/XXXX, I received a call from XXXX XXXX, a manager overseeing the XXXX XXXX and XXXX XXXX  branches in XXXX, Texas. She regretfully informed that Chases fraud team reported that I will not be reimbursed the funds that were fraudulently transferred without authorization unless Chase could persuade XXXX  XXXX XXXX to reverse the wire transfer. XXXX XXXX made no mention of when that recall request to XXXX  XXXX XXXX was placed, but presumably it should have been dispatched on XX/XX/XXXX as I had reported the fraud within hours of the funds clearing. XXXX XXXX informed that the justification for denying my claim was owing to the fact that I was allegedly involved in the scam. I protested that I committed no wrongdoing and XXXX XXXX avowed to escalate the matter to Chases complaint escalation team. \n\nXXXX XXXX of Chases complaint escalation team contacted me on XX/XX/XXXX and we conferred on multiple occasions through XX/XX/XXXX. I informed him that I have consulted with an attorney and appreciate that Chase is responsible for reimbursing the lost funds under various legal theories including but not limited to the Electronic Funds Transfer Act ( EFTA ) and UCC Section 4A. I have also compiled substantial documentation to debunk any allegations that I was actively engaged in any fraudulent activities. XXXX XXXX regretfully reported on XX/XX/XXXX that the fraud team had once against declined my claim without reviewing any additional information or documentation I was willing to provide. XXXX XXXX informed that Chase could not recoup the fraudulently transferred funds owing to the unreasonable delay in requesting the recall which was not made until XX/XX/XXXX. He further suggested that I pursue the matter with law enforcement. My reaction was nothing short of incredulous. I reported the fraud in person at Chases XXXX XXXX branch within twenty-four hours of notification and within hours of the funds clearing, why had Chase not demanded a recall that same morning?. And, I had already engaged both local and federal law enforcement as evidenced by the XXXX XXXX and FTC reports to no avail. XXXX XXXX sympathized and avowed to escalate the matter to Chases executive fraud team. \n\nAs of this last conversation with XXXX XXXX on XX/XX/XXXX, it is abundantly clear that Chase breached its fiduciary duties on multiple occasions. First, Chase recklessly approved the wire transfer despite multiple red flags presented by way of an alert as to suspicious activity involving my business account followed by multiple unprecedent online transfers and a phone call requesting an unprecedent wire transfer purported to be a birthday gift for a son that does not exist. Secondly, post-transfer, Chase filed to timely process my claim and demand a recall from XXXX  XXXX XXXX despite being notified that the wire transfer was fraudulent within twenty-four hours of notification and hours after the funds had cleared. Time was of the essence and only Chase, not I, was in a position to identify the banking institution to which the funds were transferred and immediately make the request to reverse the transfer. \n\nII. LEGAL ANALYSIS A. Electronic Funds Transfer Account and Regulation E Federal Regulation E ( 12 CFR 205.6 ) was issued by the Consumer Financial Protection Bureau ( CFPB ) pursuant to EFTA and applies to electronic funds transfers involving personal banking accounts. Qualifying accounts include [ c ] hecking, savings, or other consumer asset account [ s ] held by a financial institution ( directly or indirectly ), including certain club accounts, established primarily for personal, family, or household purposes. An electronic funds transfer ( EFT ) constitutes a transfer of funds initiated through an electronic terminal, telephone, computer ( including on-line banking ) And an unauthorized electronic funds transfer constitutes an EFT from a consumers account initiated by a person other than the consumer without authority to initiate the transfer and from which the consumer received no benefit. \n\nEach of the three personal accounts that I maintained with Chase which were compromised qualify under EFTA, namely, my personal checking, joint checking, and personal savings. And the three transfers from each of these account to my business checking account within hours of the wire transfer request, presumably performed via online banking by the fraudster, constitute EFTs. And, given the fact that I did not authorize the initiation of any one of these transfers nor benefited from the transfer, they are deemed unauthorized under EFTA. The fact that a third party other than myself performed these transfers is verifiable. As reported herein, I was locked out of my account during the span of my conference with the purported Chase agent between XXXX and XXXX CST. Whether Chase locked me out or a fraudster reset my password is not readily discernable. However, Chase should have a record of my attempt to log in during that interim and my ID and password were rejected. Thus, I I had no capacity to transfer funds nor the capability to monitor and report to Chase. \n\nRegarding a consumers responsibility to report an unauthorized EFT, Regulation E provides that in the case of [ u ] nauthorized transfer ( s ) not involving loss or theft of an access device, a consumer should report the incident [ w ] ithin 60 calendar days after transmittal of the periodic statement on which the unauthorized transfer appears. In such instances, there is [ n ] o liability for the consumer.\n\nUnlike other banking institutions, Chase does not issue fobs or other access devices for the purposes of securing wire transfers. Thus, this is an instance in which no device was lost or stolen. And, as aforementioned, the fraudulent transfers from all three personal accounts were fraudulent and unauthorized. There can be no refuting that the fraud was timely reported as I was physically present at the XXXX XXXX Chase branch within twenty-four hours of notification of the fraudulent and unauthorized wire transfer as supported by the notarized XXXX XXXX XXXX and undoubtedly surveillance cameras. \n\nBased on the foregoing facts and pursuant to Regulation E, Chase is liable at a minimum for the unauthorized and fraudulent transfers from personal accounts which collectively amount to XXXX  XXXX and XXXX XXXX dollars ( {$11000.00} XXXX. \n\nB. Uniform Commercial Code Article 4A ( also known as Division 11 ) Unlike EFTA which governs EFTs involving personal accounts, Uniform Commercial Code ( UCC ) Article 4A applies to customers commercial business accounts. UCC Article 4A provides that a receiving bank ( the bank that receives wire instructions from a sender ) ordinarily bears the risk of loss of any unauthorized wire transfer. However, unlike Regulation E, the risk of loss may be shifted to the customer under certain circumstances.\n\nCustomers are most vulnerable to assuming liability for any loss due to a fraudulent wire transfer under UCC Section 11202 ( b ). The framework of Section 11202 ( b ) involves two-steps. First, the financial institution must prove that the institution and customer agreed upon certain anti-fraud security procedures which constitute a commercially reasonable method of providing security against unauthorized payment orders. Whether a particular security procedure is commercially reasonable is a question of law to be determined by considering the customers stated expectations, the customers known needs, alternative security procedures offered, and security procedures used by similarly situated banks and customers. Cal. U. Com. Code 11202 ( c ). Second, the financial institution must prove [ ] that it accepted the payment order in good faith and in compliance with the security procedure and any written agreement or instruction of the customer restricting acceptance of payment orders issued in the name of the customer. Cal. U. Com. Code 11202 ( b ). \n\nThere is ample case law detailing the evidentiary showing a bank must demonstrate to shift the loss to the customer. And, as we have retained an attorney, we will rely on the expertise of counsel in this arena to cite the appropriate authority. However, to summarize our understanding, Chase failed to make an adequate showing in the instant case because it failed to act in good faith when it accepted the wire transfer request. Courts look to circumstantial evidence when analyzing whether a banking institution acted in good faith. Taken into consideration are factors such as the customers election of ( 1 ) security protocol, ( 2 ) the reasonability of the request in light of the customers established pattern of transactions, and ( 3 ) and other facts which should alert the receiving bank as to prospectively fraudulent activity. \nHere, to the extent any anti-fraud security protocol was established, I passively accepted the terms when I opened my business checking account. And, based on ample due diligence and discussions with counsel, Chases dual authorization protocol is the bare minimum industry-wide requiring only a password and pin codes. So, if an XXXX was stolen there would be very low barriers to prevent a fraudulent wire transfer from occurring. Had I known the risk, I would have proactively negotiated for more strict and appropriate security measures. \n\nSecondly, and most notably, a review of my banking history would reveal that I have never authorized a wire transfer since the day I commenced banking with Chase. This should have been the most glaring red flag that prompted Chase to electively heighten security protocol requiring either an in-branch authorization or, at a minimum, to proactively attempt to contact me rather than passively rely on the incoming communications of a fraudster. \n\nLastly, the circumstances preceding the approval of the wire transfer overwhelmingly suggest that any Chase agent receiving the unprecedented request should have declined. Initially, the very account from where the funds were being transferred was flagged internally that morning for suspicious activity. Secondly, Chase did not independently contact me and relied on incoming and unverifiable calls. Third, there was a change in password that morning and at least one attempt by myself to access the account which was rejected, suggesting multiple entities were attempting to access the account. Fourth, never in the history of banking with Chase has three independent online transfers occurred from each of my personal accounts. Fifth, in contravention of Chases own protocol for business accounts, the fraudster proffered the justification that the alarmingly large wire transfer was intended as a birthday gift. And, lastly, the denomination requested constituted a veritable liquidation of all funds held by Chase which should be an anomaly for any customer. \n\nBased on the foregoing facts, Chase acted recklessly and without good faith in approving the unauthorized and fraudulent wire transfer request and should be liable for the resulting loss. \n\nC. Failure to Mitigate As aforementioned, the fraudulent and unauthorized wire transfer was reported in-person at the earliest opportunity to XXXX XXXX at the XXXX XXXX Chase branch. Thereafter, I diligently pursued updates on the status of the claim that was timely filed. Regrettably, as has been repeatedly disclosed by various Chase agents, both the claim and the request for a recall were mishandled and/or inexcusably delayed. Regardless of any conclusions under Regulation E and UCC Article 4A Chase that Chase bears liability for the fraudulent wire transfer, Chase was in the best position to mitigate the loss by promptly recalling the wire transfer and negotiating the reimbursement of funds with XXXX XXXX XXXX. To the extent that Chase repeatedly failed in fulfilling its fiduciary duty to try and recoup the lost funds, it should bear the brunt of the loss. should D. Unclean Hands A robust review of the facts and conferences with Chase agents subsequent to the loss suggest that an active Chase employee acted in concert, or aided and abetted, the fraudulent principal ( s ). This is not merely owing to the incoming calls on XX/XX/XXXX from a Chase-affiliated phone number nor the perfectly orchestrated delivery timing of the pin codes. Most remarkable is the fact that I was locked out of my account, which multiple Chase agents insist was not effectuated by Chase. If it had indeed been a fraudster who merely accessed my ID and password, I would have been alerted via e-mail or text when either were changed to lock me out. Even if said fraudster had hacked into my e-mail account, the incoming notification from Chase would have registered on my laptop, XXXX, or XXXX watch before it was deleted. \n\nAnd due diligence suggests that this concept should not be foreign to Chase as there have been multiple federal indictments of employees of banking institutions who have been charge with aiding and abetting embezzlement in the past several years. \n\nIII. CONCLUSION Based on the foregoing, we are requesting that Chases executive fraud team find that I am not at fault for any the loss owing to the unauthorized wire transfer and promptly reimburse the {$19000.00} that Chase recklessly approved without justification.","date_sent_to_company":"2021-05-07T22:56:31.000Z","issue":"Fraud or scam","sub_product":"Domestic (US) money transfer","zip_code":"787XX","tags":null,"has_narrative":true,"complaint_id":"4360450","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2021-05-07T22:43:29.000Z","state":"TX","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["First, the financial institution must prove that the institution and customer agreed upon certain anti-fraud <em>security</em> procedures which constitute a commercially reasonable <em>method</em> of providing <em>security</em> against unauthorized payment orders."]},"sort":[10.685225,"4360450"]},{"_index":"complaint-public-v1","_id":"7845596","_score":9.34203,"_source":{"product":"Credit card","complaint_what_happened":"Having been a Capital One Venture One account holder in good standing for a number of years, I was deeply troubled by how my fraud alert issue was recently handled, prompting a formal written complaint to their Corporate Headquarters by certified mail on Tuesday XX/XX/2023 What began as a potential fraud alert on my account in response to a purchase I attempted to make on XX/XX/2023 devolved into a complete systems failure by Capital One to have additional protocols in place to process identity verifications. Following a week of attempts to verify my identity, I was permanently locked out of my account, in spite of submitting numerous forms of valid state and federal identification, as well as requested support documents. \n\nAs a result of this completely avoidable and easily remedied action, my account is now permanently restricted. I can no longer use my credit card nor access my XXXX plus hard earned awards points. \n\nHow could this happen? \nI will recount the details of my unfortunate exchanges with Capital One Venture One as thoroughly as possible. \n\nOn XX/XX/2023, I attempted to make a purchase in the amount of {$1900.00} for a newsletter subscription to XXXX XXXX, a financial newsletter subscription service. \nI received an alert via phone and email that I needed to call to verify that I indeed was making this purchase. \n( Typically, with past alerts, I have received a simple text asking me to respond with either a ( Y ) es, confirming the purchase, or a ( N ) o, which would signify that there was an attempted fraud on my card. I did not receive that. If I had, this matter could have been resolved in seconds. ) At that time I proceeded to call Capital One to confirm that I did indeed authorize the {$1900.00} charge, and that there was no attempted fraud. After that call was made the representative lifted the fraud alert, allowing me to access me credit card. \n\nHowever, just moments after it was lifted, the fraud alert was reinitiated and my account was restricted again.The representative did not explain why the restriction was reinitiated, which I found to be an inadequate response. After pressing the issue, the representative said that the credit card attempted to re initiate the {$1900.00} charge, which flagged another fraud alert, resulting in my being locked out again. Why did Capital One do that? If they had simply allowed me to re initiate the charge myself, I would have verified it was a legitimate charge and the issue would have been easily settled. \n\nI was then asked to provide more information that would once again verify my identity. \n\nAfter doing so, the representative said she would call me back on another line to verify that this was indeed my cell phone number. Unfortunately, that call went right to voicemail, as I had my incoming calls on call forward. We were then disconnected. Events began to needlessly escalate from that point forward. \n\nThe next time I called back, XX/XX/XXXX, I was told that another layer of identity verification was now required. I was somewhat perturbed yet understood that this may be necessary in order to protect my account. Fine. A link was texted that allowed me to send a photo of the front and back of my current valid Arizona State Drivers License. After several attempts I was finally able to successfully upload my ID, but the representative apparently could not see the images. I was frustrated and said I would call back the next morning to attempt the verification again. Hours had ticked by and I had meetings to attend. \nThe next business day, the representative/supervisor I reached said she could no longer send me a text for verification and that I would NOW have to respond via an email link. Ok. Fine.\n\nVia the email link I was finally able to upload my ID. The supervisor said I should wait on the line while she scanned the my drivers license to verify it. This all should finally be resolved, I thought.\n\nUnfortunately not.\n\nThe supervisor returned to the phone to inform me that inexplicably, my valid, current Arizona Drivers License was not able to be verified. I was flabbergasted. I told the supervisor that there must be some mistake as my license is an absolutely current and valid State ID. I tried to send it again. Same result. She could not explain why a valid current form of ID was rejected. This was more and more looking like an internal systems failure. ( I took the photos with my XXXX XXXX XXXX XXXX.which has always taken easily upload-able, readable and valid documents, including various forms of ID. ) The bar code on the ID should have been read properly. \n\nWhen I called back a bit later, I told the representative that I was also in possession of my current, valid Federal US Passport, as I was currently in XXXX for business. Would that serve as an acceptable replacement? The supervisor asked me to submit it. I did. He scanned it, and, after review told me that it was indeed a valid form of identification and that he was able to immediately reinstate access to my account. He apologized for the inconvenience. I thought, well, finally, after 3 days of dealing with this, the issue was settled. However, within minutes of my fraud alert being lifted, it was again, inexplicably locked. My patience at this point was being sorely tested. There seemed to be not only an internal systems failure, but a level of customer service confusion that was needlessly escalating an easily resolvable issue. \n\nWhen I called back to inquire as to why my account was locked again,, I was told I was now required to submit 3 separate pieces of identification : A valid State ID, a Social Security Card and a utility bill verifying my address, account # and billing details. I had access to all 3 back in XXXX XXXX, but I could not respond until I got back home Tuesday, XX/XX/XXXX. I was informed that my valid, Federal current US Passport was not an acceptable, even though after scanning it, they said it was deemed a valid Passport. ( I used the same XXXX XXXX to upload that document fyi. ) There was no reason given as to why. This was becoming a tremendous inconvenience. However I was sure it would all be resolved as soon as I presented all required documentation. \n\nWeek 2 : XXXX XX/XX/2023 I called Capital One that morning, and after being connected with yet another Supervisor, I explained what had happened the previous day ; that my account was unlocked after uploading a copy of my US Passport and then inexplicably restricted again. She had no explanation. Instead she reiterated that I should upload all 3 forms of previously requested Identification. I alerted the Supervisor that my valid Arizona Drivers License had been previously rejected. She could not explain why. No worries, I told her, I also had a valid, current recently issued California Real ID card that I could send instead. I now had multiple forms of identification. She requested I submit both my Arizona Drivers license ( again ) and the California Real ID Card. I did so. My Social Security Card was also uploaded, scanned and verified. My utility bill was sent, scanned and, after calling the utility company with me on the line to confirm, also verified. However, not only was my Drivers License once again rejected but so was my legal, current California Real ID card!\n\nI could not believe that this was happening. I told her that this must be an internal issue. She did not respond. I then suggested that I would be happy to upload my valid Federal US Passport again, ( the same one that a previous supervisor had accepted on XX/XX/XXXX, which had been scanned, verified, and approved, resulting in the initial lifting of the restriction on my account ) At that time the supervisor placed me on hold and then confirmed that a current valid Federal US Passport was not an acceptable form of Identification. It was shocking to me that a valid current US passport was not an acceptable back up form of acceptable Identification.\n\nThis customer service response represents perhaps the single most egregious example of what was becoming more and more apparent ; that Capital One has a confusing, contradictory and deeply flawed identity verification process that does not provide for an effective alternative method of identity verification ; In this case, a valid, current Federal US Passport.\n\nHow could 2 valid state IDs be rejected and a valid Federal US Passport not be acceptable? Baffling. Not one supervisor had an answer for me.\n\nOver the next two days, I spoke to several more supervisors who said that my account would remain locked and that no more attempts to upload documents would be accepted. There was nothing more they could do. At that time I was still able to access my account online. I asked the representative how I could access or redeem my XXXX plus accrued award points if my account was now permanently restricted? The supervisor said that I could not and would not be able to access them. Again, I could not believe what I was hearing. Infuriating. \n\nOn Friday XXXX XXXX, I received an email from Capital One informing me that a new document was available in my account to review. However, when I attempted to sign in to my account, I found my user name and password was not accepted. I was locked out. When I called Capital One to ask why I could not gain access, the representative said that because my account was permanently restricted I could no longer access it. I told him I needed access to my statements so that I could properly prepare expenditures for my 2023 tax returns. He said that was no longer possible ( but confirmed that my Autopay was still in place and that my bank account would still be debited, as always, for the full payment due ).\n\nI was stunned beyond words. Literally stunned. And furious. \n\nOn Friday, XXXX XXXX..over one week since this debacle began, I called and asked the representative where I could mail or email a formal written complaint. She wasnt sure. She said she would try to find out. A supervisor came on the line and informed me that there was no email, or mailing address available to file a formal complaint. Really? She suggested I sign in to my account and send a message. I almost burst out laughing. Obviously, as I could no longer access my account, that would be impossible. She had no response. It was as if I was speaking to a bot. \n\nOn XX/XX/XXXX, I called again, and told the representative that I had received an email from Capital One informing me that an outstanding balance would be withdrawn from my checking account via Autopay on XX/XX/2023. I told the representative that I needed to access to my statements to confirm that the charges were accurate. THIS time, the representative said, no problem. XXXX XXXX would email me my statements for review. I was extremely surprised, because the week before a representative told me that as my account was locked, I would not be able to access my statements.. \nWithin the hour, the statements were sent to me via email. \nAgain, confusing and contradictory customer service responses. \n\nWhen I called the next day to attempt to apply my XXXX plus awards points to my balance due, I was told that as my account was permanently locked, I would not be able to access my awards posts and that my balance due would be extracted from my bank account on XX/XX/XXXX. \n\nI made one more attempt to ask if I could upload my ID 's and supporting materials to see if perhaps this time they would be accepted. I told her that I would even use a brand new XXXX XXXX XXXX camera to upload to see if that might make the difference. She was kind enough to send me a link to do so. She sympathized with my situation however she said she could not guarantee that the department that reviews documents would permit another attempt to upload current, valid documents and ID 's. I told her I thought that was extremely unfair, and that I would be unfairly penalized, resulting in the forfeiture of my Award Points. Was there any recourse.? She could not answer. As of this date, I have not received a response. \n\nThis frustrating and truly degrading series of events is why I sent a formal letter of complaint to Capital One Corporate Headquarters, detailing what has been an exhausting, chaotic, unprofessional, incompetent and utterly unacceptable customer service experience. Again, this should have been an easily and quickly resolved issue on day one, call one.\n\nBy the way, I used another credit card to process the same {$1900.00} charge. It took 10 seconds to approve. \n\nThe issue that now remains unresolved is how I will be reimbursed .... or able to apply my XXXX Award Points against future purchases, if I no longer have access to my Credit Card account? \n\nI am requesting that the CFPB investigate this issue. \nI should be given every opportunity to re establish my account and claim my Awards, or receive financial compensation equalling the full value of my accrued awards. \n\nThank you.","date_sent_to_company":"2023-11-16T18:15:37.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"90068","tags":"Older American","has_narrative":true,"complaint_id":"7845596","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2023-11-13T19:59:46.000Z","state":"CA","company_public_response":null,"sub_issue":"Problem with rewards from credit card"},"highlight":{"complaint_what_happened":["This customer service response represents perhaps the single most egregious example of what was becoming more and more apparent ; that Capital One has a confusing, contradictory and deeply flawed identity verification process that does not <em>provide</em> for an effective <em>alternative</em> <em>method</em> of identity verification ; In this case, a valid, current Federal US Passport.\n\nHow could 2 valid state IDs be rejected and a valid Federal US Passport not be acceptable? 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